Agent Productivity Summary Report
Overview
The Agent Productivity Summary Report provides a consolidated summary of each agent’s productivity metrics within a specific time range.
It helps supervisors and contact center administrators evaluate how effectively agents utilize their working hours across call handling, after-call work (ACW), breaks, and idle time.
This report delivers an at-a-glance view of agent performance, time utilization, and workload distribution, helping improve workforce planning and overall service quality.
Purpose
Use this report to:
- Measure how efficiently agents use their logged-in hours.
- Identify idle or underutilized agents.
- Track key performance metrics — talk time, ACW, idle time, and break durations.
- Support performance reviews, coaching, and resource allocation decisions.
Report Fields
Column Name | Data Type | Definition |
|---|---|---|
Process Name | String | Name of the process (workflow) under which the calls were made or received. |
Campaign Name | String | Campaign in which the calls were handled. |
User Name | String | The agent’s display name. |
User ID | String | The agent’s unique system identifier. |
Total Staffed Duration | Duration | Total duration the agent was staffed during the reporting period (includes breaks). |
Total Ready Duration | Duration | Total time the agent remained in “Ready” status — available for calls. Includes both Auto-Call On and Ready with Auto-Call Off states. |
Total Break Duration | Duration | Cumulative duration of all breaks taken during the reporting period. |
Total Talk Time | Duration | Total time spent by the agent actively speaking to customers across all connected calls. |
Total ACW Duration | Duration | Total time spent in After-Call Work (ACW) — the period between call disconnection and call disposition. |
Total Idle Time | Duration | Time the agent was available (Ready) but not engaged in handling calls = Ready Duration − Service Duration. |
Auto-Call On Duration | Duration | Time the agent remained in Auto-Call On mode (ready to receive auto-dialed calls). |
Auto-Call Off Duration | Duration | Time the agent was Ready but not in Auto-Call On mode. |
Total Hold Duration | Duration | Total duration for which customers were placed on hold by the agent. |
Total Service Time | Duration | Time spent actively handling calls = Agent (Ringing + Setup + Talk + Hold + ACW + Preview) + Customer (Ringing + Setup) (if applicable). |
Avg. Ringing Time | Duration | Average time the agent’s phone rang across all calls. |
Avg. Talk Time | Duration | Average talk time per connected call = Total Talk Time ÷ Total Calls Answered. |
Avg. ACW Duration | Duration | Average wrap-up duration per connected call. |
Avg. Handling Time (AHT) | Duration | Average Handling Time = Avg. Talk Time + Avg. ACW Duration. (Excludes wrap-up of non-connected calls.) |
Inbound Calls | Number | Total inbound calls (connected and not connected) handled by the agent. |
Outbound Calls | Number | Total outbound calls (manual, preview, or auto-dialed) attempted by the agent. |
Connected Calls | Number | Total calls successfully connected to customers during the reporting period. |
Total Wrapped Calls | Number | Total calls wrapped up or disposed of by the agent. |
Total Idle Calls | Number | Calls during which the agent remained idle or inactive. |
Callbacks Received | Number | Total number of callbacks (queue, self, or preview) received by the agent. |
Transferred Calls | Number | Total calls transferred to the agent from other queues or campaigns. |
Click-to-Call Calls | Number | Total calls made using the click-to-call feature from CRM or other interfaces. |
Connected Click-to-Calls | Number | Number of click-to-call calls successfully connected to customers. |
Key Performance Metrics
Metric | Description |
|---|---|
Agent Utilization % | Measures how much of an agent’s staffed time was spent on active work. Formula: (Service Time ÷ Staffed Duration) × 100 |
Idle Time % | Represents the percentage of Ready time not utilized in call handling. Formula: (Idle Time ÷ Ready Duration) × 100 |
Break Time % | Indicates the portion of staffed duration spent on breaks. Formula: (Break Duration ÷ Staffed Duration) × 100 |
AHT (Average Handling Time) | Average time spent per call, combining talk and ACW durations. |
Talk-to-Work Ratio | Ratio of total talk time to total working time (Talk Time ÷ Service Time). |
Example Use Case
Scenario:
A contact center supervisor wants to assess how efficiently agents utilized their 8-hour shifts.
Metric | Value | Interpretation |
|---|---|---|
Staffed Duration | 8 hrs | Total logged-in time |
Ready Duration | 7 hrs | Time available for calls |
Talk Time | 3 hrs | Active customer engagement |
ACW Duration | 1 hr | Post-call processing |
Break Duration | 1 hr | Scheduled breaks |
Idle Time | 2 hrs | Time agent was Ready but idle |
Agent Utilization | 62.5% | Indicates moderate efficiency; scope to reduce idle time |
Supervisors can use this data to adjust scheduling, identify coaching needs, and rebalance workloads.
Best Practices
- Combine this report with the Agent Productivity Interval Summary Report for deeper insights into hourly or shift-based patterns.
- Review Idle Time % regularly to optimize queue routing and staffing levels.
- Use AHT trends to assess process complexity and training needs.
- Compare Break Time % across teams to maintain adherence and balance workloads.